Specialist I, Tech Support

Job Description:

The Specialist I, Tech Support will be responsible for delivering timely and effective technical support and application services for support cases. The position requires strong communication skills, problem-solving abilities, and attention to detail to resolve cases in line with service level agreements (SLAs). The role also involves documenting and tracking issues, collaborating with team members, and ensuring customer satisfaction.
Required shift hours: 8:00 AM – 5:00 PM ET with rotating after-hours on call schedule.

• Support clients via telephone and remote access to deliver technical and/or application expertise for NextGen Healthcare products and services.
• Work on assigned incidents under general supervision to isolate cause(s) and make decisions on the correct means to resolve. 
• Apply basic troubleshooting methodology by asking questions, recreating the issue, performing research, isolating cause(s) of the issue, identifying possible solutions, and resolving the issue with the client. 
• Create or enhance detailed description(s) of client reported issue(s), record troubleshooting analysis, and document actions taken to resolve the issue(s) using support software for client interaction logging and tracking.
• Create and execute SQL select statements and SQL profiler trace to retrieve data from a client’s environment.
• Create new or enhance/modify existing knowledge articles within the corporate product knowledge database to document reported issues, provide the corresponding solution, and outline the actions to resolve to ensure communication to all applicable service organizations.
• Manage client initiated or internal escalations involving critical incidents or complaints by consulting with clients to resolve technical issues, diffuse situations, or seek assistance from other members of support or leadership providing context for them to continue addressing the escalation.
• Consult with internal teams (including but not limited to Support, Product Development, Professional Services, Account Management, and Customer Care) to deliver timely, effective, technical expertise and resolve incidents reported by clients using NextGen Healthcare software products.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor's degree in Computer Science, or related discipline.   
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 2+ years of experience in customer service, software, or similar environment.

License/Certification Required:

• Relevant technical certifications are a plus, such as CompTIA A+, Microsoft, AWS, or Health IT.

Knowledge, Skills & Abilities:

• Knowledge of: Data Manipulation Languages such as Structured Query Language (SQL) and Procedural Language/Structured Query Language (PL/SQL); Health Level Seven (HL7) and different standards for transfer of clinical and administrative data within Healthcare (Fast Healthcare Interoperability [FHIR], Digital Imaging and Communications in Medicine [DICOM]); of IT Infrastructure such as data base solutions, operating systems, servers, networks, and hosting environments; troubleshooting methodology; NextGen Healthcare or competitor products and solutions; technical concepts related to applications integration with database and servers, analysis techniques, and troubleshooting procedure.
• Skill in: Problem solving with initiative and resourcefulness; collaboration, team work; communicating effectively and professionally with internal colleagues and external clients/partners; 
• Ability to: Establish and maintain effective working relationships; maintain and strengthen knowledge of assigned NextGen Healthcare solution(s), platform(s), and applicable 3rd party products through NextGen Healthcare product training and/or external application and/or technical courses; work a flexible schedule and necessary hours, including some night and weekend hours, based on client need to accomplish job responsibilities and deliverables; participate in and provide support to NextGen Healthcare clients after-hours and/or on-call as part of a rotating schedule; understand ; apply troubleshooting techniques to identify application malfunctions, isolate causes, and resolve issues; Work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines; stay organized and manage time.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.